About Us
VMware is the leader in virtualization and cloud infrastructure solutions that enable our more than 500,000 enterprise and mid-market customers to thrive in the Cloud Era by simplifying, automating and transforming the way they build, deliver and consume IT. We enable people and organizations by radically simplifying IT through software virtualization with a focus on three core missions: End-User Computing (EUC), Hybrid Cloud and Software-Defined Data Center (SDDC). Join our community – instigators of innovation and transformers of technology – as we envision and create what’s next in IT. Get connected to an engine of opportunity fueled by the transformative products and solutions we bring to market, the passion and trust we inspire in our customers, and our collaborative drive to imagine, define and deliver the future of IT. With 13,000+ employees and 50+ locations worldwide, we are passionately driven to make an impact while contributing back to the community. Learn more at vmware.com/careers today!
Why Work for Our Division
The VMware Global Support Services (GSS) team supports over 250,000 companies running VMware in over 100 different countries. GSS provides time-zone optimized coverage throughout five support centers globally. The GSS team supports the entire suite of VMware products for global customers and partners and participates in developing new products and new versions of current products. GSS team members also participate in product delivery strategy, product documentation, discussion forums with customers, and expert documents publishing. A commitment to excellence and customer advocacy pervades the GSS team, and the work environment fosters intellectual stimulation through exchanges with internal and external customers. The VMware GSS team members are the best of the best” supporting business-critical applications in a virtual infrastructure.
Job Description
Engineers support over 250,000 companies running VMware servers in over 100 different countries. They support the entire suite of VMware products for global customers and partners, interfacing with them via the phone, email, and web. They resolve customer technical issues through diligent research, reproduction and troubleshooting by utilizing system administration, networking and storage skills. Managers of Technical Support are responsible for managing highly skilled technical support teams. They work closely with the Senior Management team, Engineering, Sales, and Product Marketing teams to ensure that VMware is delivering overall superior service and support to our customers.
Responsibilities
- Respond to customer inquiries, primarily by telephone and e-mail
- Work flexible schedules, which may include evenings, weekends or holidays
- Resolve customer technical issues through diligent research, reproduction, and troubleshooting
- Work directly with other technical support staff, quality assurance, engineering, sales, marketing, operations, and administration to resolve problems
- Document all technical inquiries, develop and review content for knowledgebase
- Help test alpha and beta products
Requirements
- Experience with Advance PC Hardware Setup
- Good understanding of Server PC Architecture.
- Experience resolving system crashes and hardware related issues.
- Experience with trouble-shooting hardware related issues.
- Understanding of Storage Hardware Architecture (Partitioning / RAID)
- Excellent knowledge of Operating Systems including (Windows 2000, 2003, XP / Linux, Unix Solaris or FreeBSD, Novell Netware)
- Experience in providing Linux/UNIX and Windows technical support to customers.
- Experience Troubleshooting 3rd party application integration.
- Experience Performance troubleshooting.
- Minimum of 2-3 years experience in software and hardware combined
- Working knowledge of Microsoft (Windows Server 2003, Windows 2000, Windows NT, Windows 98, 95, and 3.1; MS DOS), plus x86 platforms, devices, and networking
- Basic understanding of TCP/IP networking stack
- Experience in an enterprise LAN/WAN environment
- Experience with Windows and Linux Networking
- Experience with administering 802.1q
- Experience trouble-shooting Firewall technology (Pix, CheckPoint)
- Ability to look at and analyze network traces. (ethereal, wireshark, tcpdump)
- Experience with File System Architecture (FAT, EXT2/3, UFS)
- Good working knowledge of Networking.
- Experience working within an Enterprise IT Support environment.
- Experience trouble-shooting / administrating SAN environments (Fiber Channel or iSCSI)
- Excellent understanding of Network Attached Storage (NAS)
o Good working knowledge of NAS protocols (CIFS, SMB, NFS)
- Experience configuring SAN Storage Arrays.
- Experience with Microsoft Cluster Services (MSCS)
- Working knowledge of backup software (EMC Networker, VERITAS Net Backup, Tivoli Storage Manager, Backup Exec)
- Working knowledge of backup hardware:
o Tape and Disk
- Excellent interpersonal skills
- Case/Customer Management skills
- Strong in spoken and written Spanish or Portuguese and English
- Standard hours of operation in the Broomfield center are Monday – Friday 10 am – 7 pm.
- Standard hours of operation in the Burlington center are Monday – Friday 9 am – 5:30 pm.
- Working shifts for both centers include; Monday – Friday (40hrs), Sunday – Wednesday and Wednesday - Saturday (12 hrs.-12 hrs. -12 hrs. -4hrs/ 10 hrs. -10 hrs. -10 hrs. -10hrs/ 12 hrs. -10 hrs. -10 hrs. -8 hrs.)
- B.S. in Computer Science, Electrical Engineering, Math, or equivalent work experience
Highly Preferred Skills
- Experience with ESX Server and/or Virtual Center and/or other VMware products
- Experience with Cisco or Network hardware manufactured products
- Experience with Server Hardware (Dell, HP, IBM, etc)
- Experience with switch and routing protocols (CCNA)
- Experience with VCB (VMware Consolidated Backup)
- Experience with VERITAS Cluster or EMC AutoStart
- Knowledge of remote storage mirroring (EMC MirrorView or SRDF)
- Experience with data recovery
- Experience with scripting and programming (C, C++, Perl, Python and Intel Assembly)
- Basic understanding of TCP/IP networking stack
- Experience in an enterprise LAN/WAN environment
- Experience with Windows and Linux Networking
- Ability to look at and analyze network traces. (ethereal, wireshark, tcpdump)
- Experience trouble-shooting / administrating SAN environments (Fiber Channel or iSCSI)
- Excellent understanding of Network Attached Storage (NAS)- Good working knowledge of NAS protocols (CIFS, SMB, NFS)
- Understanding of Storage Hardware Architecture (Partitioning / RAID)- Experience configuring SAN Storage Arrays.
- Experience with SQL Server or Oracle dB (DBA)
- Background in System Administration
Location Broomfield, CO, US
Requisition Number 45362BR
EEO Statement
VMware is an equal opportunity employer committed to the principles of equal employment opportunity and affirmative action for all applicants and employees. Equal opportunity and consideration are afforded to all qualified applicants and employees in personnel actions, which include: recruiting and hiring, selection for training, promotion, rates of pay or other compensation, transfer, discipline, demotion, layoff or termination. VMware does not unlawfully discriminate on the basis of race, color, religion, sexual orientation, marital status, pregnancy, gender identity, gender expression, family medical history or genetic information, citizenship, national origin or ancestry, sex, age, physical or mental disability, medical condition, veteran status, military status, or any other basis protected by federal, state or local law, ordinance or regulation. VMware also makes reasonable accommodations for disabled employees consistent with applicable law. Further, it is the policy of VMware to maintain a working environment free of all forms of harassment.
